Cloudforce Sydney 2012 - Delivering exceptional Customer Service with Desk.com

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Sateja Parulekar presents on How to deliver exceptional Customer Service using Desk.com. This is followed up by presentations from Marc Lehmann (SEO of Saasu) and Simon Monk (Director at Travel Insurance Direct).

This was presented during a Breakout Session at Cloudforce Sydney 2012
(http://www.salesforce.com/au/cloudforce/ ).

Published in: Technology, Business
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Cloudforce Sydney 2012 - Delivering exceptional Customer Service with Desk.com

  1. 1. Deliver Exceptional CustomerService with Desk.com
  2. 2. Delight Employees & Customers in a Whole New Way Employee Social Customer Network Social Network Social Collaborate Profile Market Work Service Extend Sell
  3. 3. Delight Employees & Customers in a Whole New Way Customer Social Network Social Collaborate Profile Market Work Service Extend Sell
  4. 4. Social Customer Service For Every BusinessService Small support teams Contact centers & large support orgs Instant-on/configuration Strategic customization Agent productivity Advanced automation Simple API integrations Complete Force.com Platform
  5. 5. The Social Customer Help Desk for Small BusinessSOCIALInstant social + email + phone + web + chatMOBILERespond to customers from anywhereSIMPLEGet up and running in minutes
  6. 6. Social: Facebook & Twitter Are Out-of-the-Box
  7. 7. Mobile: Respond to Customers From Anywhere Answer customer questions, wherever you are, on any mobile device. “ Customer service doesn’t stop when you leave the office. We need to be able to talk to our customers wherever we are especially when we travel. - Andy Dunn, CEO ”
  8. 8. Simple: Get Up & Running Over The Weekend“ We needed something that was so easy to use, that we could give it to all of our store managers with virtually no training. ” - John Pepper, CEO
  9. 9. Get Started With Desk.com Today Starting at A$65 /user/month Start your 30-day free trial at salesforce.com/au/desk
  10. 10. Demonstration
  11. 11. Thousands of Fast-Growing Businesses Use Desk.com
  12. 12. Marc LehmannCEO, Saasu
  13. 13. Marc LehmannCEO, Saasu.comCloud based accounting software.For small to medium enterprises.
  14. 14. Online AccountingAustralian-Made10,000+ Customers2x Winner at CeBITConnects to 100+ AppsTaught in University
  15. 15. Online AccountingBank FeedsInvoicingPayrollInventoryPoint of Sale
  16. 16. Service as a Sales ChannelDesk.comTwitterLinked InBlogGet Satisfaction
  17. 17. Service AutomationYou are what youhaven’t automated
  18. 18. Our ChallengeEasy to useLow email noiseInstant onMulti-channel and socialAutomation features
  19. 19. We searchedKeep using Google Enterprise mailTried going to ZendeskHybrid option with Get SatisfactionBuild our own (yes we actually tried doing this!)
  20. 20. Loving Desk.com1. Team loves Macros, Labels and Groups.2. Ops team leader and I love the Business Insight reports.3. We identified those that needed upskilling.4. The stars got to shine through.5. Gave context to our Labs team members.6. It was great value and easy to setup.
  21. 21. Simon MonkDirector, Travel Insurance Direct
  22. 22. Our Challenges From 0 to Australia’s largest online travel insurance service on the back of service. From 1 service person to a team of 20 handling 11,000 calls & emails per month. Every time we have a catastrophe, the phones melted. Service started to slip and errors appeared. What to do?
  23. 23. The Solution Knowledgebase Reduce volume by answering the questions that get asked over and over before they get asked. Easy to set up. Good brand presentation. Excellent content controls.
  24. 24. The Solution Human Capital Use filters & rules to get the easy questions to the least experienced people and the hardest questions to most experienced.
  25. 25. The Solution Report & Reward Reward your best people to create great service.
  26. 26. Deliver Exceptional CustomerService with Desk.comNow any small business can deliver social &mobile customer service like a Social Enterprise. Sateja Parulekar Product Marketing, Desk.com @satejap
  27. 27. Don’t Forget to Submit Your Survey!Stop by the registration kiosks to complete your sessionsurveys. We have 200 KeepCups to give away as well as the chance to win a $500 iTunes voucher! Thank you! NSW Permit No. LTPS/12/05010
  28. 28. Thank You.

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